Smart Hub 3 and Smart Wifi Discs

[JamesBlonde]

I upgraded my EE fibre broadband from 500mbps to the 1gbps just before Christmas, which resulted in an upgrade of my router to the Smart Hub 3  (SH31B). 

When I agreed to take the upgrade, I specifically asked about compatibility with my 2 Smart Wifi Discs which I've got dotted about the house - we've got a listed property with thick walls, so these cover the dead spots.   I was told that the Smart Wifi Discs were compatible, but might not work until my service was fully enabled.  However I've not been able to configure them since the service was enabled.  I get that they're Wifi 5, so technically "old tech" but they're perfectly good enough for my needs, and they're compatible - I've been told so!

I phoned EE yesterday, and was told to call a specific technical helpline - Called today and turned out to be a BT tech helpline.  Whilst they did try, they weren't able to help, but did confirm that the smart discs were compatible, and confirmed that the way to reconfigure to the new SSID was to connect to the new smart hub with an ethernet cable, and hit the WPS buttons on both the hub and the disc.  Which is what I'd been trying without success.  they suggested doing a factory reset as well, which I tried, but that also didn't work.  They did try to pass me to an EE Guide, which was initially refused by the EE agent, but they transferred me directly which I think surprised the EE Guide, but they did also confirmed that the Smart Disc should be compatible, however they were unwilling to provide any support to help me connect them.  Don't know why.  

So.... anyone know how to connect the Smart Discs to the Smart Hub 3 to extend / boost my wifi?

The Guide did "very helpfully" pass me to the sales team to try to sell me the Wifi 6 version of what I've already got, for the sum of £5 a month (rather than the one-off fee I paid for the smart discs).  Given that I feel a bit cheated that EE won't support the existing hardware they already sold me, despite repeatedly telling me it was compatible, I'm also not really inclined to move to a subscription rather than a one-off payment.  I'd probably be more inclined to buy a third party Wifi 6 Mesh kit.  Anyone got any suggestions?

and.... what is going on here with EE?  It's the first time I've ever had a seemingly deliberately obstructive / unsupportive support guide, which has got me a bit concerned.  I've been worried about the BTification of EE since the merger - I swore off BT many years ago.  But to find the BT agents more helpful than the EE agent is a first.  Genuinely confused! 

[zappabeef]

Hi I also refuse to pay £240 for the smart WiFi 6 extenders. Spoke to somebody in an EE shop who agreed it was a rip off and suggested we went on Amazon. Has anyone a 3rd party smart WiFi extender that has worked with the SH** router?

Thanks to the Original Poster for starting this thread I'm sure this will help others (like me) realise they're not the only ones who think this is bad value. Hopefully senior managers will come to their senses and realise that people choose EE for good customer service and not ripping off/misleading people who may not be as Tech Savvy.

[JimM11]

@zappabeef Mesh minefield, as to advice you are better to make your own decision regarding what you think you require. Reading material from the link below will help. HTH

Search results for wifi mesh reviews | Search | TechRadar

[dchecksfield]

I went with a TPLink system off Amazon and honestly couldn’t be happier. Never have to rely on EE discs again, have total speed WiFi across the whole house with 3 discs versus the 6 + hub I needed previously. Great user management app and reliable connection. 

[zappabeef]

thanks for this - do you still use the EE router as the modem or have you done away with this completely? Can you advise which TPLink system you went for?

Thanks,

Matt

[dchecksfield]

Use the router as a bridge with a TP Link Deco M9 Plus, 3 disc system. It’s been seamless since I installed it with nearly 100 active connections across a large stone built house. 

[alicat105]

I am in the same boat - and they EE try to sell me the total EE package at extra £10 per month and u get 2 discs I think ... but we have BT TV multi room boxes and I read somewhere that the TV boxes do not like this TP link mesh system .. do u have BT TV issues at all?  just that it is a lot of money to fork out only to try it,  but suppose u have the option to send back to Amazon if it doesnt work.

[dchecksfield]

Afraid we dont have BT TV so cant comment, but as you say you can always
send back to Amazon!

[JeffRobins]

Hi James and others.  I have exactly the same issues with my upgrade from BT broadband to EE. I have issues with WiFi coverage throughout my home so purchased a single BT WiFi Disc (Black) which solved tthe problem.  As with James I asked three or four times about compatibility with the EE SmartHub 3 and was assured that it would all work just the same.  It does not.  I did get to speak to a knowledgeable person at EE and was told that there was a known issue with compatibility and I would be better not to use the EE smart hub and stay with the BT SmartHub 2 which is fine, so far with no extra setting up.  I am surprised that this was not responded to when I made the enquiry, it makes me think that these young kids who do the selling are on commission based on sales and they actually have no knowledge of how the equipment works.  Good luck with it. 

[XRaySpeX]

@JeffRobins : I dunno know to what you are referring to as "EE SmartHub 3". There isn't any.

The black BT Complete WiFi discs are not compatible with the EE Smart Hub Plus  (SH31B). The white "High St" BT Whole Home discs should be.

[JeffRobins]

My Apologies I believe EE call the hub/router the Smart Hub Plus 

Jeff 

**********

********

**********

****

[Mod edit: Removed personal information from public post]